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Work Background
Northern Trust CorporationHead of Client Experience, SVP, Asset Owners, Americas
Jun. 2022 - Oct. 2024Chicago, Illinois, United StatesJoined Asset Owners Americas executive leadership team in a newly created role and established a comprehensive internal and external client experience strategy to increase the satisfaction levels of our clients, driving client loyalty and expanding the range of solutions and services our clients have with Northern Trust. Lead cross-functional collaboration initiatives with business unit leaders, clients, partners and the Northern Trust Experience Design & Research team to create improved, more frictionless experiences for internal teams to deliver better client experiences. Established data-driven research practices providing leaders insights to prioritize decision-making and led the strategy and execution of various critical priorities using experience design methodologies to create a truly differentiated client experience, applying specific emphasis to client research, service design and customer journey mapping. Key Achievements:
• Identified and implemented key CX metrics to evolve beyond the subjective and move to a scientific approach using data-driven metrics tracked regularly. Established strategic, cross-functional program across Asset Servicing to share strategy.
• Created and deployed the Annual Relationship Study across Asset Owners Americas and EMEA, embedded the results in capital process and with Relationship and Service teams. • Established a data strategy and evolved Experience Metrics Dashboards to support vision, collaborating in developing Dynamics Insights tools (client 360) to operationalize vision.
• Established CX language campaign across AOA to ensure we are an organization that truly understands how important it is to evolve from being well known as a top service provider to being the industry leader in CX.
• Built and launched a Practice Management and Sales Enablement Hub, a digital destination to equip client-facing teams with the content, guidance, and training they need to successfully engage clients in cross-sell opportunities.
Envestnet, IncSenior Director of Experience Analytics
Aug. 2018 - May. 2022Greater Chicago AreaPromoted to create completely new job in a rapidly growing area of interest while maintaining responsibility for marketing until 2020. Direct all aspects of Client Experience Office (CXO), which provides insights company-wide to measure and drive improvements using client research to understand products/services user experience (UX) and present business recommendations to empower decision-makers and support insightful decision-making. Ensure focus on the client across the organization, aligning product, marketing, sales, client success teams, and C-Suite behind common goals and objectives regarding CX and UX. Key Achievements:
• Established Client Experience Office (CXO) at a company where nothing like this had ever been done before to go beyond “I think the customers are happy” to making data-driven decisions that fueled the company’s CX vision, strategy, roadmap, and execution.
• Defined high-impact client journeys by developing a measurement system based on data points, product feedback, and trends and themes. Observed and measured client usage and satisfaction through multiple channels and incorporated findings into product and service development.
• Spearheaded research projects, including voice of client insights and analytics, emotional and behavioral research, and client journey mapping to fully understand clients’ experiences with the company and its products/services.
• Sponsored key transformation projects, including a 2019 research study about clients and how they work with and feel about Envestnet. Established direction for fully tracking the client journey via one-on-ones, user groups, and roundtables to understand pressure points, process failures, and ongoing opportunities, all with the goal of making the CX seamless. • By working cross-functionally to understand CX, also identified operational inefficiencies across and between departments that resulted in significant money-saving opportunities.
Envestnet, IncVice President, Enterprise Channel Marketing
Jun. 2016 - Oct. 2018Greater Chicago AreaInitially focused exclusively and solely on channel marketing, added event/show programming and internal communications in 2017, and formed client experience (CX) function then hired/managed 4-person team in 2018 to handle events and comms. Worked cross-functionally to increase sales results and productivity by providing integrated content, training and coaching services, and messaging – powered by technology – for sales personnel and managers along the entire customer buying journey. Emphasized sales enablement work that supported onboarding new clients and growing and retaining existing clients, including creating content and communications that effectively told the company’s story. Key Achievements:
• Championed integration of client experience into channel marketing’s decision-making, client interactions, and all communications. Developed initial infrastructure and processes for CX function that provided foundational material for a variety of marketing efforts. • Partnered within broker-dealer enterprise channel to develop and execute annual marketing plans designed to increase both quality of sales opportunities and market awareness of the channel. Created channel marketing strategies, meaningful programs and resources, and turnkey campaigns that supported sales plan.
• Fully responsible for programming at 200+ internal/external events annually
• Developed quarterly business review process that standardized sales interactions with clients, transitioning from everyone creating their own presentations to providing a purposeful process that told the same story while offering possibilities for customization.
• Initiated internal communications with not only client-facing but all employees, improving the employee experience (EX) with a newsletter (intranet, email, and traditional media) that reflected the CEO’s voice and objectives as well as strategic initiatives from specific executives and departments.
Envestnet, IncVice President, Senior Enterprise Consultant | Enterprise Institutional Network
Jun. 2008 - Jun. 2016Greater Chicago AreaFunctioned as a National Account Manager providing comprehensive account management to grow, expand, and retain several of the firm’s top enterprise client relationships. Interfaced with the heads of advisory services at large enterprises such as banks, broker-dealers, and investment professionals. Managed team responsible for training new firms and advisors on using the platform. Key Achievements:
• Quickly entrusted to manage some of the company’s largest clients that represented 30% of the company’s overall revenue. • Supervised team that handled onboarding of more than 1K new advisors annually, including providing messaging and programming for the annual client engagement meetings that drove new business. Personally delivered continued management of enterprise relationship.
• Partnered with senior leaders at more than 10 of the company’s top revenue-grossing clients to anticipate what they would want and be prepared to handle any problem, resulting in advisor success using the Envestnet Platform.
Envestnet, IncAssistant Vice President, Relationship Managment
Jun. 2002 - Jun. 2008Responsible for the overall management of several of Envestnet's
top Enterprise clients. The primary objective was to expand, grow and
retain relationships. Key Achievements:
• Manage some of the company’s largest clients that represented 15% of the company’s overall revenue.
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